Sr. Director, Customer, Digital Strategy and Operations

Macy's-posted 3 months ago
Full-time • Senior
New York, NY
General Merchandise Retailers
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The Senior Director, Customer & Digital Strategy & Operations leads strategy development, retail business operations, project execution, and process improvements that support Macy's Customer and Digital business. This role reports to the VP, Digital Strategy & Analytics and partners closely with Customer & Digital leadership and cross-functional teams to drive top digital growth initiatives through structured problem solving, analytical rigor, and collaborative execution. The Senior Director is also responsible for overseeing the end-to-end retail planning and execution process, ensuring alignment between the retail plan and overarching business objectives to enable high-fidelity execution across all digital initiatives.

  • Work directly with the Chief Customer & Digital Officer and the VP, Customer & Digital Strategy and Analytics to develop the strategy for the business.
  • Partner with the Customer & Digital team and other stakeholders in driving the most strategic, often cross-functional transformation initiatives for Macy's Digital business.
  • Define, measure, and track key metrics and performance indicators.
  • Design and lead retail execution processes, including event planning, promotion execution, CX quality assurance, and execution governance.
  • Lead the strategic design and operational execution of the retail planning process, ensuring trade plans are tightly aligned with business objectives and executed with precision across all channels and events.
  • Build scalable processes, tools, and governance mechanisms that drive accountability, readiness, and continuous improvement across planning cycles.
  • Work daily with counterparts in Marketing, Merchandising, and Stores to define cross-functional priorities and coordinate decision making.
  • Leverage strategic thinking and cross-functional expertise to synthesize trends, insights, and challenges that impact business outcomes.
  • Apply structured problem solving and analytical rigor to develop solutions to complex business challenges.
  • Create and deliver compelling presentations that translate insights into strategic recommendations, using storytelling to influence decision-making.
  • Proactively identify, prioritize, and escalate key issues and decisions to senior leaders to maintain momentum and ensure timely resolution.
  • Foster an environment of acceptance and respect that strengthens relationships and ensures authentic connections with colleagues, customers, and communities.
  • Bachelor's degree and 6-8 years equivalent work experience in a leading consulting firm and/or running retail or trade planning for a retail company.
  • Strong proficiency in Microsoft tools (PowerPoint, Excel) required.
  • Ability to translate complex challenges into actionable strategies using data-driven insights.
  • Experience leading scalable planning processes and ensuring high-fidelity execution across channels.
  • Skilled at aligning diverse teams and driving progress without direct authority.
  • Strong storytelling and presentation skills tailored to senior audiences.
  • Proven ability to lead transformation initiatives and deliver measurable impact.
  • Proficient in Microsoft Excel and PowerPoint; able to communicate technical topics clearly.
  • Comprehensive health and wellness coverage
  • 401(k) match
  • Paid time off and eight paid holidays
  • Continuous learning and leadership development
  • Merchandise discounts
  • Performance-based incentives
  • Annual merit review
  • Employee Assistance Program with mental health counseling and legal/financial advice
  • Tuition reimbursement
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